What if you could combine the power of actionable personalised communications with digital customer service capabilities over a variety of channels like Twitter, Facebook Messenger, WhatsApp and other modern messaging apps? Whether a company opts for an automated chatbot service or the personalised approach of live agents (or a combination of both), you usually will want to streamline your outgoing customer communications with your customer service support. You could very easily include links to your digital customer service in outgoing communications, so that if customers have questions, they can easily access an agent or get answers from an automated chatbot, if the answer is straightforward.
Consider the power of being able to combine hyper relevant personalised communications with customer service via digital messaging channels: you send out a message to a customer, and if he or she has a question or needs assistance with something, they can interact with your service organisation via channels like WhatsApp or even get answers from a virtual agent like a chatbot. This is what the combination of Xribe, Sparkcentral and channels like WhatsApp brings to an organisation.
What is Xribe?
Xribe is built with the business user in mind and therefore accessible to everyone within your company. Integratable in any existing platform, it’s an online communication design tool with easy-to-use functionalities, yet sophisticated enough to design multilingual, individualised and actionable communications that stay ‘on brand’ and can be delivered across all channels.
What is Sparkcentral?
Sparkcentral empowers brands to deliver customer service via social channels like Twitter, Facebook, Instagram, Messenger, WhatsApp and WeChat. Consumers today engage with brands and companies on social channels by sending tweets and messages stating their customer service needs openly and publicly. Many companies choose to respond to these consumers via the same channels in order to address their concerns. The Sparkcentral Platform helps customer support teams manage large volumes of social inquiries in a streamlined and efficient manner. The platform pulls in the messages from these social channels and presents them to customer care teams via a secure agent console that automatically assigns the messages to the first available agent.
What is WhatsApp?
WhatsApp is free to download messenger app for smartphones. WhatsApp uses the internet to send messages, images, audio or video. The service is very similar to text messaging services, however, because WhatsApp uses the internet to send messages, the cost of using WhatsApp is significantly less than texting. You can also use Whatsapp on your desktop for Mac or Windows. It is popular with teenagers because of features like group chatting, voice messages and location sharing.
Pension savings use case
We recently created a demo for the banking industry, that illustrates this with a scenario about pension savings. Since the total amount of pension savings needs to be confirmed by the customer for each year, he or she can fill out a form on the website to indicate his or her choice. In this case we started this process by sending a WhatsApp message to the customer’s smartphone.
A Highly Structured Message (HSM), which are pre-approved message templates for WhatsApp for Business, is sent to the customer’s phone on WhatsApp by Sparkcentral. It contains a shortened link to the actual Xribe form that he or she can then open on their phone.
When they click on the link, the form will open in their browser:
The Xribe form that is opened in the browser is a responsive HTML5 form, that adjusts itself to the size of a smartphone. The form explains to the customer the different options he has in terms of pension savings for the year 2019, and how much of a tax credit he can earn by doing so. The amounts are adjusted yearly to the current cost of living index, and so the maximum amount for 2019 is higher than the one in 2018.
Since last year, there are now two different tax credit percentages applicable, depending on the amount of pension savings you want to contribute. You can get a 30% tax credit for amounts of up to 980 EUR, but if you opt for a higher amount (up to 1260 EUR) you get a lower tax credit percentage of 25%. However that 25% is applied on the full amount you save, so if you go for the maximum of 1260 EUR, you can earn a higher tax credit than for the amount of 980 EUR (315 EUR vs. 290 EUR).
The form also warns that if you choose an amount higher than 980 EUR but less than 1177 EUR, you could actually wind up with a lower tax credit than for a maximum of 980 EUR.
With the slider the customer can select the amount of pension savings he wishes to contribute for 2019, by clicking on the submit button.
The customer can also open a chat sessionwith an agent of the bank, by clicking on the link in the form. This will open WhatsApp again to ask a question and get advice.
Agents of the bank will receive these WhatsApp questions in their Sparkcentral dashboardapplication, from which they can respond to the customer or send them additional information.
Virtual Agents, like chatbots, can also respond to certain standard questions.
When the customer completes the form and presses the Submit button, he will receive a Xribe confirmation document in PDF format, like the one shown below. This document will clearly state the details of his or her pension savings agreement and the amount opted for in 2019. Via a QR code, a customer can always change his or her mind and change their preference by accessing the web page the QR code points to.